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Assistant Manager, Service Delivery


Shanghai, SH, CN

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible.


At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach, Kate Spade New York, Stuart Weitzman – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We’re always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.



This position acts as an interface between Tapestry and the Retail Service Provider.  This position also manages the performance reporting in a sourced environment and monitors the compliance of the Retail Service Provider against the Service Level Agreement (SLA).  This includes regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed.  This position will ensure that the service levels for outsourced services/functions are maintained, continually improved and daily issues supported by the Retail Service Provider are continually minimized.  This position overseas planning and forecasting of service consumptions, quality of service and customer satisfactions.


Key Responsibilities:

  • Manages the day-to-day relationship with the Retail Service Provider to ensure the effective delivery of outsourced services to Tapestry and employees
  • Conducts regular service reviews
  • Manage and audit the Retail Service Provider performance and productivity relative to Service Level Agreements (SLA)
  • Establish metrics / performance reporting
  • Track the Retail Service Provider performance and ensure viability of service levels
  • Define and implement service level reporting for Tapestry
  • Communicate important policy changes that affect operations to the Retail Service Provider and/or Tapestry
  • Be the primary liaison on daily communication between Tapestry stakeholders and Retail Service Provider regarding application changes, service delivery changes, incidents, problems, recovery effort and root-cause-analysis
  • Ensure transition from project to operation support are documented and knowledge transfers are conducted to ensure supportability by Retail Service Provider
  • Ensure Retail Service Provider maintains and update the knowledgebase and operational procedure document (OPD) to ensure accuracy and usability
  • Interface with Contract Manager and Service Director as needed to analyze and report on the Retail Service Provider’s performance
  • Work with the Retail Service Provider to progress on the goals and objectives set in the agreement
  • Monitor compliance and obligations of the Retail Service Provider
  • Monitor and appropriate Retail Service Provider’s resource baseline with actual utilization
  • Monitor, track and manage Information Security and Compliance related to Retail Stores technology services (eg: Patch Management, Vulnerability Management)
  • Review Retail Service Providers support processes.  Ensure support processes are followed and continually improved to increase efficiency and effectiveness.
  • Review, propose and work with Retail Service Providers to improve on technology and tools used in service delivery to Tapestry
  • Educate Retail Service Provider on Tapestry best practices in Service Desk Incident Handling, Service Requests, Change Management and Service Request Management processes
  • Manages high-severity incidents to ensure timely resolution and stagnant incidents are periodically reviewed and reduced
  • Develop and distribute written communication as needed to the Retail Service Provider
  • Provide early warning to the IT and Business Stakeholders regarding degraded or missed service levels
  • Measure, monitor, and manage Tapestry’s satisfaction with the Retail Service Provider and provide remediation plans. 
  • Working in conjunction with Retail Service Provider, design and administer customer surveys and feedback processes.
  • Conduct service level reviews with leaders pertaining to Retail Service Providers performance
  • Participate in testing of Disaster Recovery plans by the service providers and monitor the results of their business continuity plans


Education / Qualifications:

  • ITIL v4 Service Management Certification


Desired Skills:

  • Excellent oral and written communication skills in English and Chinese (Mandatory)
  • Experience in retail business. 
  • Knowledge in Point-of-Sales (PoS) and retail applications
  • Strong vendor management skills
  • Problem determination (experience in root-cause-analysis)
  • Proven analytical, evaluative and problem-solving skills
  • Project management and leadership skills
  • Proven negotiation and influencing skills
  • Strong collaboration and partnering skills
  • Strong understanding of service management process skills and service level reporting
  • Exceptional understanding in Tapestry’s goals and objectives
  • Ability to present ideas in non-technical terms
  • Exceptional customer service orientation



  • IT Organization is regionally structured in Asia and globally in North America
  • Asia stores include Japan, China, Hong Kong/Macau, Taiwan, Korea, Singapore, Malaysia and Australia/New Zealand
  • Multi-brand system projects and support in Japan, Asia and Europe (COACH, KATE SPADE, STUART WEITZMAN, but not limited to these).


Our Competencies for All Employees

  • Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
  • Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
  • Building Effective Teams: Blends people into teams when needed; creates strong morale
    and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.


Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Tapestry, Inc. at



Req ID:  96276

Job Segment: Outside Sales, Sales

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